Amanda Tracey
Tampa,FL
Summary
Multifaceted supervisor with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Product Specialist
Healthbridge Medical, LLC
11.2023 - 10.2024
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Processed customer orders in line with established policies and procedures.
- Expedited urgent orders with prioritization and close communication with other departments.
Customer Service Supervisor
Optum
12.2020 - 10.2023
- Supervised team of 4 to 12 associates with guidance, support and direction for high-quality customer care when processing home heath or durable medical equipment needs.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Prepared and oversaw performance improvement and corrective actions plans for associates who were not meeting goals to improve quality of work and performance.
- Maintained up to date knowledge and trained staff on updates to operating procedures and company services.
- Maintained employee Development log to keep accurate account of training conducted, audit results, and corrective or disciplinary action taken place.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Prepared and conducted annual performance reviews based on associates performance meeting measured business objectives.
Customer Service Representative Team Lead
Optum
03.2019 - 12.2020
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Investigated and resolved escalated customer inquiries and complaints by working with team and acting as liaison for communication and resolution.
- Reviewed associate performance weekly to identify training needs by conducting real time audits on orders and phone calls.
- Monitored employee order queues to make sure past due and rush orders are handled timely to meet client expectations and department standards
- Boosted team performance by conducting side by side mentoring to review and and make changes to team members daily process based on audit and quality assurance findings
- Support supervisor with miscellaneous tasks as needed
Customer Service Representative
Optum
04.2016 - 03.2019
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Coordinated care from start to finish for workers compensation claimants requiring medical equipment, transportation/ translation, home health, and digital imaging services.
- Provided updates to insurance carriers, case managers, claimants status on their requests as needed
Education
Business Administration
Lyndon State College
Lyndonville, VT 09.1995 - 06.1996
Business Administration
Middlesex Community College - Bedford
Bedford, MA 09.1996 - 06.1997
Skills
- Medical terminology knowledge
MS Office
Coaching and mentoring
Problem resolution
Customer Relations
Timeline
Product Specialist
Healthbridge Medical, LLC
11.2023 - 10.2024
Customer Service Supervisor
Optum
12.2020 - 10.2023
Customer Service Representative Team Lead
Optum
03.2019 - 12.2020
Customer Service Representative
Optum
04.2016 - 03.2019
Business Administration
Middlesex Community College - Bedford
09.1996 - 06.1997
Business Administration
Lyndon State College
09.1995 - 06.1996